Support Associate

Job Description

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

Apply now!  

Responsibilities and Tasks

1. Display exceptional customer service when providing inbound and outbound (phone, email, web form, chat, community) application/functional support and resolution to customers (external and internal)
2. Present the company in a positive and fair manner with timely updates and knowledgeable answers
3. While acting as a customer advocate, develop strong working relationships with cross-functional teams within SAP
4. Maintain the quality of the customer support organization (release readiness, process definition, training, service audits)
5. Document transactions in the CRM system
6. Create content for knowledge-base systems
7. Diagnose and anticipate current and future customer learning needs and provide assistance with both
8. Obtain detailed and accurate information relating to the business impact of the customer's issues utilizing effective questioning/troubleshooting techniques

Key Responsibilities & Tasks

The Customer Support Associate's primary function is to effectively support applications for both internal and external customers. Support includes site navigation and system troubleshooting as well as interfacing with other SAP teams to ensure world-class service.  Associates will provide complete satisfaction for all customer interactions. 

Description ​Accountability

• Responsible for delivery of assigned tasks
• Directed in several aspects of their work
• More straightforward tasks are accomplished without assistance
• Provides administrative or technical support

Complexity

• Resolves issues with limited complexity within the general work direction and clearly defined framework of departmental/functional guidelines and practices

Communication

• Develops collaborative work relationships within own team and within limited scope cross-functional
• Communicates within works assignment clearly, in a way that others can understand
• Communicates relevant messages in a timely manner and with constructive feedback within the team

Experience & Language Requirements

1. General proficiency with the tools and procedures required to accomplish the job
2. Working in a customer service call center or help desk environment is strongly preferred
3. Working with individuals from diverse cultures preferred
4. Working within structured time frames that provide limited flexibility
5. External and Internal client experience
6. Experience with creative problem solving for customers

Education

Associates or Bachelor's Degree Preferred

Professional Training & Certification

Intermediate Microsoft Office, Word, Presentation, and Reporting Skills